Since not all emergent capabilities are desirable (Weetman, 2009), positive emergent capabilities are identified as synergy.
The IT extends the capabilities of the CSD 
The IT increases the CSD’s efficiency 
The implementation of the IT creates synergies within the CSD
The IT enables the CSD to adapt more quickly to environmental changes (e.g., fluctuations in call volume, seasonality)
H1. Greater compatibility between an IT asset and an organizational resource is associated with greater realized synergy.